ITIL 4 Cheat Sheet
Incident Management vs Service Request Fulfillment
Incident Management
- Incident logged by user or monitoring system
- Initial categorization & prioritization
- Assigned to technician/team
- Investigation and diagnosis
- Resolution and recovery
- Closure & documentation
- Review for problem trends
Incident Logged
↓
Categorize & Prioritize
↓
Assign Technician
↓
Investigate & Diagnose
↓
Resolve & Recover
↓
Closure & Document
Service Request Fulfillment
- User submits a service request
- Request categorization & prioritization
- Approval if required
- Assign to technician/system
- Fulfill the request
- Notify user & confirm completion
- Closure & documentation
Request Submitted
↓
Categorize & Prioritize
↓
Approval (if required)
↓
Assign Technician/System
↓
Fulfill Request
↓
Notify & Close